Maximizing customer empathy with product design — Mattia Santin // Hotjar
Mattia Santin
Hotjar
- Part 1 Maximizing customer empathy with product design — Mattia Santin // Hotjar
- Part 2Utilizing analytics to understand customer feedback — Mattia Santin // Hotjar
Show Notes
Quotes
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"There are a lot of tools out there to give you a lot of information about product analytics and customer analytics. But to really find out the why behind numbers, thats what the ambition for Hotjar is." - Mattia Santin
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"Going one level deeper in observing user actions, clicks, and engaging with them through surveys and feedback fosters empathy-driven, customer-centric data analysis." - Mattia Santin
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"Heat map recordings offer directional cues, but true understanding comes from connected insights. Integrating feedback, interviews, and multi-tool analysis amplifies the ability to drive effective design changes." - Mattia Santin
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"The tool is extremely powerful, the data is extremely powerful, but it's the action that you take that will dictate the results." - Mattia Santin
- Part 1 Maximizing customer empathy with product design — Mattia Santin // Hotjar
- Part 2Utilizing analytics to understand customer feedback — Mattia Santin // Hotjar
Mattia Santin
Hotjar
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Part 1Maximizing customer empathy with product design — Mattia Santin // Hotjar
Mattia Santin, Chief Marketing Officer at Hotjar, explores elevating product design through customer empathy. Quantitative data provides a broad overview of customer behavior, while qualitative data sheds light on the "why" behind their actions. Leveraging both signals, allows for a more empathetic approach, ensuring that design decisions address real-world customer concerns, ultimately leading to a more user-centric product. Today, Mattia discusses maximizing customer empathy with product design.
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Part 2Utilizing analytics to understand customer feedback — Mattia Santin // Hotjar
Mattia Santin, Chief Marketing Officer at Hotjar, explores elevating product design through customer empathy. By analyzing quantitative and qualitative data, businesses can gain valuable insights to make informed product improvements and deliver value to their end-users. However, businesses incorrectly rely solely on quantitative data to inform their decision-making. Today, Mattia discusses utilizing analytics to understand customer feedback.
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